June 2013 - otrs - OTRS mailing lists

Error: Need CustomerID
by Adam Moffett 11 Jun '13

11 Jun '13

OK, it's pretty clear that I did something wrong in setting up the externalDB. I pretty much pasted the example from the admin guide into Config.pm and edited it. It's at least partially working because I can see the customers and create tickets for them. In addition to the weird thing that happens when creating tickets (which I posted about separately), I also get an error when I load customer.pl. I pasted it below. I must be overlooking something fundamental. Error: Need CustomerID!!! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Jun 7 14:28:22 2013 Message: Need CustomerID!!! Traceback (1654): Module: Kernel::Output::HTML::Layout::CustomerError (v1.381.2.10) Line: 3653 Module: Kernel::Modules::CustomerTicketOverview::Run (v1.4.2.1) Line: 68 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.63) Line: 998 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.44) Line: 204 Module: ModPerl::RegistryCooker::run (v1.44) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.44) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

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Getting issue while installin on linux
by Jignesh Kakka (jkakka) 11 Jun '13

11 Jun '13

Hi , I have installed perl and all other required dependencies for otrs. I ran otrs.chechmodules.pl also to check if something is missing Somehow while starting httpd/apache I get this error Can't locate version.pm in @INC (@INC contains: /usr/Custom /usr/Kernel/cpan-lib /usr /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/otrs/Kernel/cpan-lib/IO/Interactive.pm line 3.\nBEGIN failed--compilation aborted at /opt/otrs/Kernel/cpan-lib/IO/Interactive.pm line 3.\nCompilation failed in require at /opt/otrs//Kernel/System/Encode.pm line 17.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Encode.pm line 17.\nCompilation failed in require at /opt/otrs//Kernel/System/Log.pm line 15.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Log.pm line 15.\nCompilation failed in require at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 19.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 19.\nCompilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 69.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 69.\nCompilation failed in require at (eval 2) line 1.\n [Tue Jun 11 15:58:08 2013] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server Thanks, Jignesh

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Preventing ticket close on specific ticket type
by Stephan Lang 11 Jun '13

11 Jun '13

Hello, I've created different ticket types and edited the customer ticket creation template to open all new tickets as a specific type. Now I'd like to prevent agents to close tickets with this initial ticket type. Does anyone know a config setting or work around for this? I'm using OTRS 3.0 without ITSM. Thanks a lot. Mit freundlichen Grüßen i.A. Stephan Lang [interzum cologne May 13 - 16, 2013. Besuchen Sie uns auf unserem Stand: Halle 5.2 Gang F Nr. 021/029. Visit us at our booth: Hall 5.2 aisle F no. 021/029] <http://bockonline.de/hp1777/interzum-2013.htm> ________________________________ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht Nürnberg, HRA 11 240 pers. haft. Geschäftsführer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht Nürnberg, HRB 93 10 Geschäftsführer: Harald Meyer, Andreas Großhauser, Thomas Landgraf Diese E-Mail enthält möglicherweise vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden.

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Backup and Restore pearl script - success? failure?
by Paul Simons 10 Jun '13

10 Jun '13

Has anybody successfully used the 'backup.pl' and 'restore.pl'? If so what preparation did you do before running the scripts? - new PostgreSQL database? - from template 0? - load schema before - create user, role? - etc The documentation is a little light on the preceding steps Regard ___________________________________________ Paul Simons ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

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unable to create ticket from customer.pl
by Darshak Modi 10 Jun '13

10 Jun '13

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clear text user password in external backend
by Adam Moffett 10 Jun '13

10 Jun '13

I have an existing billing system where the user's passwords happen to be stored in MSSQL in plain text. This is an existing system written by another company and I am not at liberty to change it. Is there any way to configure OTRS to use an external backend with plain text passwords? I saw an old thread on the topic in the archives and the answer a few years ago was "No"...any chance that's changed?

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Modification Body-Field
by S.Krueger＠aswo.com 10 Jun '13

10 Jun '13

Hi ! after updating to version 3.2.5 the body field is no longer changeable. That means you can change it by drag it out. But you cannot change the width of the field. That´s unpractical for enter datas. Is this a bug or a feature in version 3.2.5 ;-) Best regards, Stefanie Krüger

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Dynamic Fields date and time based SLA solution time
by KalyanaChakravarthy MP 10 Jun '13

10 Jun '13

HI All, Dynamic Fields date and time created as Estimated Resolution Time . I am using SLA Escalation - first response time but not using Escalation - solution time. I want use "Estimated Resolution Time" (Dynamic Fields date and time ) as "Escalation - solution time". If any ticket reach Estimated Resolution Time means ticket solution time Escalated. Example: Ticket first response time : 30min Estimated Resolution Time" (Dynamic Fields date and time ): some date xx/xx/xxxx 60min How to use Dynamic Fields date and time as Escalation - solution time:????? Thank you, Regards, Kalyana chakravarthy M .P,

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NotificationSenderEmail and ticket closure issues
by Kaushal Shriyan 10 Jun '13

10 Jun '13

Hi, As per http://www.techmajha.com/2011/03/16/how-to-change-the-otrs-notification-mas… can i modify NotificationSenderEmail to the queue group emailid. Also when any agent closes the ticket, the customer does not get any notification or any emails from OTRS system about the ticket being closed. Any clue? Please let me know if you need any additional information. Regards, Kaushal

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Customer Company Search case sensitive in Customer Information Center
by Finetti, Stefano 08 Jun '13

08 Jun '13

Greetings to all. Since the upgrade to 3.2.7, I've noticed that customer search in Customer Information Center (The AJAX modal window), has become case sensitive on the first row (CustomerID/Customer Company Name), while it is still case insensitive on the second row (Customer Name). I don't know where i can revert the first row to be case insensitive again, since the Key CaseSensitive => 0 (or 1) works only for the second Row (which is for CustomerUser keys and not for CustomerCompany keys in Config.pm). Sorry for my bad english but i'm having some difficulties in explaining this problem properly... -- *Lynx International Srl* *Stefano Finetti* *Senior System Consultant* *Axed Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* * * -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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